IBM ECM/FileNet Support Engineer

Deliverables
Deliverable 1: Comprehensive Roadmap and Plan
Perform a review of our environment as a health check.
Provide a written and oral report upon completion of the health check.
Provide a plan and roadmap for monthly upgrades and modernization, providing guidance towards greater security, automation, and native development. This would include but not be limited to the following:
a. A written and oral plan that is agreed upon by all parties.
b. Detailed description of service delivery model.
c. Server and software upgrades as needed to modernize and increase security, automation and native development.
d. Resumes of key personnel who would be assigned to the work and references for the key personnel.

Deliverable 2: Reporting
Provide regular communication via monthly status reports to include the following:
o Roadmap status
o Ticket metrics
o Support services status

Deliverable 3: Support Services
On-going Support Services
Vendor will provide on-going support services remotely with a ticketing system for the State to enter support requests. Support requests shall be submitted as a ticket and applied priorities based on an agreed to service agreement between the selected responder and the State. The support services are estimated at 180 hours over a one-year period.
Vendor should provide a dedicated technical personnel responsible for tracking and managing support calls for the State.
a. Personnel shall have subject matter expertise to support/troubleshoot various non-ticketing questions or IBM issues.
b. Respond to and resolve technical how-to questions and troubleshoot issues related to IBM ECM.
c. All on-going support services should be reachable by phone or email during business hours (9am-5pm, CST) and after-hours for emergency and pre-planned support.
d. Guide and train MNIT/DEED staff in IBM Support steps and best practices and provide the following:
o Provide support coordination with MNIT/DEED staff on IBM ECM support
o Provide mentoring/product knowledge transfer to MNIT/DEED Staff on administrative functions and ECM system tasks.
o Transfer knowledge to State

On-call Engineer Support Services
Vendor should provide an on-call engineer during non-business hours for system failures to respond within the timelines in the agreed to service agreement. The On-call support service should be reachable by phone or email during business hours (9am-5pm, CST) and after-hours for emergency and pre-planned support. The engineer support services are estimated at 180 hours over a one-year period.
Pre-planned non-business hours support should be available if needed. This may occur for deployment or patches pre-planned to avoid interruptions during the standard business hours.
IBM Support Coordination
a. Act as a virtual system administrator to open and manage support tickets with IBM
b. Interface with IBM personnel on behalf of DEED/MNIT to resolve issues efficiently
c. Assist in planning for patches, upgrades, and broader ECM strategy
Development and Code Support
a. Perform custom development or integration work
b. Provide debugging, code reviews, and API usage mentoring
Minor Revision Upgrade Support
a. Assist in deploying patches and minor software revisions.
b. Identify upgrade dependencies and ensure backup and rollback processes are in place.
c. Notify DEED/MNIT of new or pending patches.